Giving top-notch customer service is not easy. Even the friendliest, most experienced and genuinely jolly customer service representatives have bad days. Of course, as a professional, we can not allow our bad days to get the best of us. Not only is it unprofessional, but it is also unfair to vent our bad moods towards innocent people. In order to become a great customer service representative, it all starts with the mindset. Here are some tips on how to stay focused, how to shed the bad mood and how to be a genuinely amazing customer service representative.
1) Strangers are Just Friends We Haven’t Met Yet
When you see strangers as just people you haven’t yet taken the time to get to know, the world is a very different place. Unfortunately, the society we have built does not allow us the time to actually sit down and get to know people. But, when you work in the customer service field, taking the time to know your customers is vital to providing great customer service. The next time you meet a potential customer, get to know him/her. Know what your customer wants as well as needs. Forget for a moment about making a sale. Spend time and make an effort to become friends with the customer. With this mindset, you will naturally and genuinely become a top-notch customer service representative.
2) How to Deal with Bad Moods
First, there’s your bad mood and then, there’s a potential customer’s bad mood. Both should not be taken lightly. It is important to know how to deal with a bad mood. If you are having a bad mood, take a break, relax, breathe, count to ten. With your thoughts, go to a happy place. Make yourself feel good. Feel good about having a job. Feel good about being alive! Things can be much worse and never forget that. Try thinking about what you are most grateful for. Count your blessings. You are in control of your mood, always.
Now, when you are dealing with the bad mood of a customer, the main objective is to pacify. This means be understanding. Listen. And, become not only sympathetic but empathetic as well. Learn why your customer feels the way they do. Showing genuine care and your vulnerability works to disarm people. When anyone shows care and concern, you let your guards down, you become more open, and you calm down.
Be caring to your customers. Be a friend. Top-notch customer service isn’t just about making the most sales, knowing the inventory like the back of your hand or anything, really, that deals with the company. Sometimes, being a fantastic customer representative just means being human.